Customer Service Agent - UAE Nationals

Job Purpose

Oversee and optimize the Information Centre at the Airport, ensuring a seamless passenger experience through efficient communication, coordination with stakeholders, resolution to customer grievances and effective management of facilities. Ensure the smooth functioning of Terminal Infrastructure and passenger facilities, coordinating with control agencies and regulating passenger processing queues, while also managing tasks such as visa distribution, car park payments, VIP/CIP facilitation and Lost & Found functions.

Responsibilities And Duties

• Manage the Information Centre of the Airport to deliver world class experience to passengers and stakeholders round the clock. Ensure instant and efficient response to passengers over telephones and in person.
• Ensure upkeep of the Terminal Infrastructure and all passenger facilities in the Landside and Terminal Building
• Coordinate with control agencies like Police, Immigration, Customs, and other stakeholders/service providers to ensure seamless passenger processing.
• Regulate the queue at various passenger processing zones of the airport and ensure efficient trolley management.
• Ensure visa collection and distribution as may be necessary for facilitate passenger.
• Car Park payment and ancillary fees collection from visitors/passengers.
• Act upon the instructions of Supervisor based on their duty allocation.
• Preparation of operational documents, documents filing and record updation.
• Ensure arrival hall preparation prior to flight arrival, manage que at immigration & customs and overall flow.
• Preparation, computing, & follow-up of Mishandled Baggage Report/Lost & Found on behalf of customer Airline.
• Meet and assist for special passengers such as VIP, CIP, UM, INAD, DEPU, Wheelchairs, elderly passengers etc.
• Updating FIDS information, monitor schedule changes & passengers flow in terminal.
• Attending VIP lounge and ensure arrangements and co-ordination for VIP lounge opening and closing.
• Dissemination of flight information to airport authorities (PRO, Police, Immigration, Customs).
• Assisting Passenger Services Supervisor in their duties and other official duties as instructed.
• Keep record of Passenger feedback/complaints and inform the Passenger Supervisor for necessary escalation.
• Incident/Accident management at Terminal and Landside.
  
  
  

JOB RELATED COMPETENCIES & SPECIFICATIONS SECTION

Knowledge, Skills and Competencies:

• Should be flexible & adaptable to work in different shifts/patterns (Day/Night) based on Airport Ops requirement.
• Willing to extend support/work hours incase of flight disruptions & ops requirements, and report for work if ops demand especially during public holidays, weekends, leave and week-off to assist passengers & airlines.
• Approachable, Positive attitude, Friendly, Patience, Quick learner & Responder.
• Excellent customers services skills, zeal to help, team player and maintain high grooming standards.
• Requires problems solving skills, attention to details, good listener, organising & follow-up skills.
• Strong interpersonal, coordination & efficient communication skills.
• Computing skills in MS Office, Excel, Power Point.
  
  
  

Educational Profile and Experience:

• University Graduate
• Excellent written and verbal communication skills in English (Arabic is an added advantage)
• Prior experience with reputed airline or hospitality industry (added advantage
  
  
  

Physical Demands:

• Should be medically fit
  
  
  

Work Environment:

• Airport Operations work 24/7. Employee should be willing to work in shifts including night shifts.
• Available for emergency operations/on call duty
• According to the federal and international laws organized by the International Civil Aviation Organization